Course curriculum

    1. Welcome!

    2. How to complete this training

    1. Defining Financial Difficulties

    2. Indicators of Financial Difficulties

    3. Quick Quiz - Financial Difficulties - The Basics

    1. Who experiences financial difficulties?

    2. Scenario - Elinor's experience

    3. Why it is beneficial to help

    1. How to identify customers in financial difficulties

    2. The Importance of Soft Skills

    3. Active Listening

    4. Questioning Skills

    5. Test your questioning skills!

    1. Forbearance

    2. Arrears, default and recovery rules

    3. FCA Rules - Summary

    1. Engaging the customer

    2. Maintaining Engagement

About this course

  • £20.00
  • 26 lessons
  • 0 hours of video content